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Britain’s telecoms regulator has fined Vodafone a record amount for what it called “serious and sustained” failings in its dealings with customers.

The world’s second-largest mobile operator has been ordered to pay the equivalent of just over five million euros.

That was because it did not credit the accounts of 10,452 people who had bought mobile-phone minutes and data time. Those customers lost a total of 150,000 pounds (168,000 euros) over a 17 month period

Then when they complained nothing was done until the regulator intervened.

Ofcom Consumer Group Director Lindsey Fussell said: “Phone services are a vital part of people’s lives, and we expect all customers to be treated fairly and in good faith.”